Salesforce to play 'key role' in Vocus' new Aussie strategy

Salesforce and Vocus have just signed a multi-million-dollar deal to transform the company’s customer experience for Australia.

Vocus will roll out the Salesforce Intelligent Customer Success Platform across its consumer and small business brands including dodo, iPrimus and Commander.

The rollout will include Salesforce Sales Cloud, Service Cloud, Analytics Cloud, Marketing Cloud, and Community Cloud, as well as the Salesforce Platform.

Mark Innes, general manager and executive vice president of Salesforce APAC, says they are excited to be the transformation partner for Vocus as they unleash the power of the Salesforce Platform to bring together its sales, service, marketing and IT functions.

“Customer experience in the telecommunications sector is ripe for disruption, and we’re looking forward to working with Vocus to set a new benchmark for the industry,” he says.

According to Vocus, the transition to Salesforce will provide them with a single 360° view of the customer and enable greater collaboration between its sales, service, marketing and IT teams.

Scott Carter, chief operating officer, Vocus, says consumers are more empowered than ever in this mobile-first digital era, and we do not see this slowing down.

“They want to communicate on their terms wherever, whenever and however they want. Salesforce will enable us to not only keep pace with our customers but also deliver experiences beyond their expectations,” he explains.

“We see Salesforce as playing a key role in delivering on our ambition of becoming Australia’s most loved telco.”